Customer Experience News & Trends

4 tips for better service from front-line, award-winning professionals

To make your customer experience better, invest in only one thing: your people. They can improve everything from satisfaction to sales. Here’s proof from the front line.

Customers want more: 5 new expectations you must meet now

Customer expectations are rising faster than steroid use in Major League Baseball (MLB) – and companies are responding even slower than the MLB. Wait much longer to meet customers’ new expectations and your company may see its reputation tarnished, too.

The customer journey has changed — yet again

First, the customer experience was described as the classic “sales funnel.” Then, the Internet caused it to morph into the “decision journey.” Now, another change is on the horizon.

Is the customer experience as personal as it can be?

Is the customer experience as personal as it can be? Customers and the professionals delivering the experiences just might agree on the answer.

Why customers say your relationship with them is on the rocks

The customer relationship is floundering — and customers say this is the reason why …

The difference between manipulation and persuasion – and why you need to care

When salespeople manipulate, they are doing something for their benefit. When they persuade, they are doing something for the mutual benefit of their prospects, customers and themselves. 

3 marketing trends worth following to improve customer interaction

Three major marketing trends have emerged over the past two years — and customers expect you to be keeping up with them. Are you? If not, you’re falling short of meeting their growing expectations for your business.